Sue C.

Site navigation is TERRIBLE, and the lack of flexibility in the program is frustrating. There is a very small window of time to select meals before the box is shipped, resulting in receiving food I will not eat more often than not. I have seen similar complaints for years, but this company does not tailor their product to user demand.

I was an extremely happy customer with APlus.net hosting for 15 years. Recently, Deluxe Hosting either acquired or merged with APlus, and since then the customer service has been beyond terrible.

I set up a storefront and ecommerce site through APLUS, and it worked great for a few months until it suddenly vanished. At that point, I was told that I had to upgrade to the plan that cost 3x as much in order to keep the storefront I created while under the previous plan. They said that plan no longer includes the storebuilder. Nope, I wasn't grandfathered in - just DROPPED.

So... I upgraded. Moved all my sites over to the more expensive plan, but was still being billed for BOTH plans. I called billing to have the lower priced plan removed from my account. I stayed on the phone for 1/2 hour, until she said she 'took care of everything'. Well, she did, alright...

The next thing I know, ALL my sites are GONE. Nothing in the file manager, and no available backups, which I used to have automatically with aplus.

I placed a ticket to have all 7 sites restored. The first ticket was closed with only 3 sites being restored. I opened another ticket, and made a point of indicating that they need to restore ALL websites. That one, too, was closed without completion. The third ticket was a joke. I spoke directly with the support agent, saying I wanted to open TWO tickets, due to previous experience. He ASSURED me it would be fine to list both on the ticket. Guess what? Same thing... Only 1 of 2 web sites were restore. Took a week to get all my sites back, including my ecommerce site, which cost me money and customers. Sadly, after over 15 years with this company, I am moving to godaddy. I have lodged a complaint with BBB, requesting compensation for lost business as well as a refund of my monthly fees. So far, a couple people have reached out to me just to say my sites were now restored. I never got anything more than "I'm sorry you had trouble with Support". No acknowledgement of how unacceptable (especially in 2017) it is to leave a customer without their online store for over a week. Not even an offer of a single month discount. No refund of overpayment. I don't know how they continue to do business in this competitive environment.